spotIndustry
Scale
50+ showrooms · 420,000 visits a month
Modules
Platform
Magento
Years on market
35
Results
Key results
Measured in AskSpot across 2,306 chats in a 30-day window. The average chat-driven order is €108 — a pair of curtains and the cushion covers to go with them, rather than one big-ticket item. Both the cart-add rate and the purchase rate are the highest of any merchant we have measured.
€28,000
in chat-driven orders a month
26%
of chats fill a basket
11%
of chats end in a purchase
94%
of chats resolved with no human
Before AskSpot
Every window is a different window
A curtain is not bought the way a lamp is bought. It is bought with a tape measure, and the arithmetic is not obvious: a ready-made panel has to be one and a half to two times the width of the rail or the fabric hangs flat instead of falling in folds. So the shopper standing in front of a 170 cm pole does not know whether to order 140 cm, 350 cm or two of something. Then come the header types — eyelets, tape, tunnel, clip rings, wave — and whether any of them fits the rail already on the wall.
Half of the catalogue makes it harder still, because it is cut and sewn to order in Eurofirany’s own workshop. That is a configuration, not a click: width after gathering, height, fabric, heading, and a swatch in the post before anyone commits. Every one of those questions used to end at a product page that could not answer it, or in an e-mail sent at half past ten at night — which is when two thirds of them are asked.
What decides the sale
centimetres
Where the answer lived
the product page
Made-to-measure enquiry
phone or e-mail
Help after closing
none
Rollout
How they rolled it out
One module, three jobs, in the order a window purchase actually happens: get the measurement right, turn it into a workshop order, then furnish the rest of the room.
Step 01
Catalogue & Size Grounding
Answering with the tape measure out
The 12,700-product Magento catalogue was indexed on the numbers that decide a window purchase — panel width and drop, gathering ratio, header type, fabric weight, how much light it stops — so the agent can turn “my rail is 170 cm” into a width rather than a category page.
What shoppers ask
- My rail is 170 cm — how much net curtain do I need?
- Is the stated width before or after gathering?
- How wide should blackout curtains be for a 140 cm window?
Step 02
Made-to-Measure Configuration
The workshop order, taken in chat
The sewing workshop in Żywiec was given its own rules in the agent: dimensions are quoted as width after gathering, the lead time is 7–9 working days, and a fabric swatch can be ordered from the product page before anything is cut.
What shoppers ask
- Can this be made up 215 by 269 cm?
- Can you narrow a curtain from 140 cm to 100 cm?
- Do you send fabric samples?
Step 03
Matching Across the Room
The second half of the sale
Cushion covers, tiebacks, bedding, towels and rugs were mapped to the fabrics and shades they share, so “match these to the curtains in my basket” returns products rather than a category. 62% of the recommendations the agent puts up get clicked.
What shoppers ask
- Find cushion covers to go with the curtains in my basket
- Which towels go with the Jessi bath mat?
- A Roman blind in the same fabric as the ZOEY curtain
From real conversations
What Eurofirany shoppers actually ask
Nearly three quarters of everything asked is one shopper doing one job: picking the right thing and checking it will fit. "Which of these should I buy?" leads, and "what exactly are the dimensions?" comes straight after it — because a ready-made curtain has to be one and a half to two times the width of the rail, and almost nobody knows that. Order status is 2.6%. This is a selling desk, not a support desk.
Based on 2,306 tagged conversations over 30 days · about 9 messages each · 64% arriving outside business hours.
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Every merchant we have measured — what shoppers asked, what the agent did, and the numbers it moved.
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